Customer Contact Quality Monitoring Assessor

10 hours ago

Rosemont, United States The Northridge Group, Inc. Full time
Customer Contact Quality Monitoring Assessor

Company Overview

The Northridge Group ("Northridge") is a management consulting firm that helps to improve customer service and productivity. Northridge has served clients which include major telecommunications carriers, Healthcare providers, Fortune 500 companies, institutions of higher education and state, local and federal governments. We have an unwavering commitment to our employees, providing the tools needed on the job and access to learning and development resources

Job Summary
  • The Northridge Quality Monitoring practice develops, validates, and conducts quality monitoring programs for our clients across many Government, Healthcare and Enterprise organizations. Northridge Assessors evaluate customer interactions (call, web, chat). We objectively assess the customer service and sales behaviors displayed by customer contact center representatives working at our client organizations across a representative monthly sample.
  • The Northridge Group provides Assessors with a high degree of training in behavioral assessment. Assessors utilize guidelines specifically developed with each client, to listen for specific behaviors as well as business process improvements.
  • This part-time position is 100% remote, with flexible hours per week depending upon business needs.
  • Candidates will need to be able to work effectively in a remote environment and be accessible during standard business hours.
  • Northridge Group monitors calls in several languages and is currently seeking candidates who are fluent in English and/or Spanish.
  • Pay: $16/hour or commiserate with experience

Role & Responsibilities
  • Evaluate customer interactions based on client quality program and customer contact channels (call, web, and/or chat)
  • Objectively assess the identified quality customer service and/or sales behaviors displayed by customer contact center representatives working at our client organization across a representative monthly sample; selecting appropriate call and call lengths based on client needs throughout the month or designated by the Program Specialist
  • Utilize and follow quality program guidelines specifically developed with each client for specific behaviors as well as business insights
  • Objectively provide a balanced evaluation of the customer interaction using the "ear of the customer"
  • Consistently and proactively capture information, advice, and business insights that can be shared with our clients to help provide insights to improve their overall customer experience and performance
  • Proactively log monthly availability (days & hours) in time tracking system; accurately record daily hours worked within time tracking system
  • Review and adhere to weekly schedules provided by management; scheduled hours based on availability provided by assessor
  • Demonstrate openness to and acceptance of changing business needs by maintaining professional behavior and flexibility with scheduling
  • Always maintain productivity and high-quality standards
  • Provide recommendations to address observed behavioral and business process opportunities in a format suitable for a presentation to a client

Accountability measured by Metrics
  • Production rate: Goal 90% or higher
  • Quality rate: Goal 90% or higher
  • Quality business insights provided monthly
  • Balanced monitoring scores
  • Adherence to scheduled hours and days

Qualifications and Experience
  • A Bachelor's degree or progress toward a degree is strongly preferred.
  • Client Service Experience or Call Center Experience
  • Prior Quality Monitoring Experience in a call center is preferred
  • Technology savvy to navigate between multiple technologies (client based and in-house tools).
  • Ability to work individually and within a team. Receptive to performance feedback
  • Analytic ability to evaluate behaviors using standardized and systemic criteria and provide a strong rationale for ratings assigned.
  • Strong verbal and written communication skills
  • Proficiency with standard Microsoft tools, such as Word, Excel and Teams. Spanish candidates must pass language test administered by Alta.

If your experience and interests are a fit for The Northridge Group, we encourage you to apply online at www.northridgegroup.com
or send your resume to careers@northridgegroup.com

Northridge is an equal opportunity employer. Northridge does not discriminate against its employees or applicants. All employment related decisions are made without regard to race, color, national origin, religion, and creed, disability, marital status, sexual orientation or citizenship status, veteran status, age, gender, or any other applicable basis that is protected by federal, state or local law, ordinance or regulation. Northridge values diversity and believes that it enhances our overall business performance.Learn More

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